We’re here to help.
Whether you’re setting Elsy up for the first time or sorting something out along the way, this page has the answers most families are looking for.
Getting started
Create your account and add your parent
Sign up on helloelsy.com. Add your parent’s name, the language they speak, and a few things you’d like Elsy to know about them. The more you share, the more personal the first conversation feels.
Help your parent install Elsy
After you sign up, help your parent install the Elsy app on their phone. They’ll open the app and enter their email address, then receive a one-time code by email to sign in. Once signed in, they stay signed in. If they’re not comfortable installing apps themselves, sit with them or do it together on a visit.
Set up reminders and routines
From the dashboard, add medication reminders, appointments, or weekly routines. Elsy weaves these into conversation at the right time, so they don’t feel like alarms.
Invite other family members
Siblings or other caregivers can share the dashboard. Each person gets their own login. From the top right menu, go to Care Circle, then tap Invite caregiver. Enter their email and they’ll receive an invitation.
Your parent’s first conversation with Elsy
Your parent opens the app and taps the Elsy heart in the middle of the screen. Elsy will start the conversation by getting to know them, asking about their background, their family, and things they enjoy. This is part of how Elsy builds a warm, personal rhythm with them. The first conversation may feel short. That’s normal. Elsy gets warmer the more they talk.
Common questions
How Elsy works
What does Elsy actually do?
Elsy has a conversation. She might ask how your parent is feeling, what they’ve been up to, or remind them of something on their schedule. Over time she learns their stories and rhythms, so conversations feel familiar rather than scripted.
How often does my parent talk to Elsy?
Elsy doesn’t call your parent. Elsy is available whenever your parent opens the app and taps the Elsy heart to start a conversation. There’s no schedule to set. The rhythm is up to your parent.
Does my parent need to know how to use a smartphone?
Your parent needs to be comfortable opening an app on a smartphone and tapping a button. There’s no typing, no menus, and no passwords after the initial setup you do for them.
Privacy and data
Can anyone listen to my parent’s conversations?
No. Conversations are not shared with family members. What you see on the dashboard is a summary of wellbeing and a respectful overview of topics, not transcripts or recordings. This is a deliberate choice. Your parent needs to feel free to talk honestly.
What happens to the data if I cancel?
If you cancel your subscription, your parent’s data is retained for 30 days in case you want to resume, and then permanently deleted. You can request immediate deletion at any time by emailing support@helloelsy.com.
How do I delete my parent’s data?
Email support@helloelsy.com with your account email and we’ll delete your parent’s profile, memories, summaries, and reminders. We’ll confirm once it’s done.
Billing and subscription
How am I charged?
Elsy is a monthly subscription per parent you’re caring for. You can see current pricing on our pricing page. Additional family members on the dashboard do not cost extra.
How do I cancel?
You can cancel at any time from Settings, then Billing. Your subscription stays active until the end of the current billing period, and your parent can keep using Elsy during that time.
What’s your refund policy?
Elsy starts with a 14 day free trial. You can cancel any time during the trial at no cost. After that, you can cancel at any time and your subscription stays active until the end of the current billing period.
How do I add or remove a family member from the dashboard?
From the top right menu, tap Care Circle, then tap Invite caregiver. Enter their email and they’ll receive an invitation.
Troubleshooting
My parent isn’t sure how to use Elsy
This is very common at the start. Sit with your parent and open the app together the first few times so they see it really is just a conversation. Give them a small starting point, like asking them to tell Elsy about a good memory, a favourite place, or someone they love. Once they have a way in, the conversation usually flows on its own.
The conversation dropped or won’t start
Elsy needs a working internet connection, either Wi-Fi or mobile data. If conversations keep cutting off, check the phone’s signal and restart the app. If the problem persists, email us and we’ll look at the logs for that device.
The app isn’t installing on my parent’s phone
Elsy works on iPhones running iOS 16 or later and on Android phones running Android 10 or later. If their phone is older, you may need to update the operating system from the phone’s settings before installing.
Elsy said something that didn’t make sense
Elsy is an AI and she can occasionally get things wrong. If something feels off, tell us what happened and roughly when. We review these reports to improve her, and we’ll follow up with you.
For the person using Elsy
A short note written in plain language. Read it aloud or share it with your parent.
Elsy is someone to talk to. You can tell her about your day, your family, a memory, or how you’re feeling. You don’t have to prepare anything. Just talk the way you would on the phone with a friend.
To start, open the app and tap the Elsy heart logo in the middle of the screen. Elsy will say hello. You can take your time answering. She’s patient and she won’t rush you.
When you’re done, you can tell Elsy you’d like to stop, or tap the Elsy heart logo to end the conversation.
If Elsy says something that doesn’t make sense, or asks about something you don’t remember, don’t worry. She’s still learning about you. You can tell her she got it wrong, and the next conversation will be better.
Your family set Elsy up for you because they care about you. They don’t hear what you say to Elsy. It’s your conversation.
Still need help?
Write to us. A real person on our team will get back to you, usually within 2 business days.
support@helloelsy.com